Customer Support Supervisor

Certified Group is committed to partnering with customers to deliver innovative scientific solutions and expertise – So The World Can Trust In What It Consumes. Our network of 30+ North American and European laboratories serves the food & beverage, dietary supplements, cosmetics, OTC, tobacco/nicotine, cannabis, and hemp industries.

Our Brands

Certified Group is comprised of a set of specialized brands that collectively deliver laboratory testing, regulatory consulting, and certification & audit services across highly regulated industries:

• Certified Laboratories – Provides comprehensive analytical and microbiological testing, primarily supporting food, beverage, cosmetics, OTC, and dietary supplement industries.
• Food Safety Net Services (FSNS) – A leading network of ISO-accredited laboratories across North America, focused on food safety testing, operational support, and technical services for the food industry.
• Labstat – A global leader in contract research and testing for nicotine, tobacco, cannabis, hemp, and next-generation products, with deep expertise in analytical chemistry and toxicology.
• EAS Consulting Group – A regulatory consulting firm offering expert guidance, training, and auditing support across FDA, USDA, and other regulated sectors, powered by a large network of independent advisors.
• FSNS Certification & Audit – Provides accredited third-party auditing and certification services, including food safety, animal welfare, and GMP programs.

The Customer Support Supervisor leads daily operations across sample intake, processing, and customer support to ensure accurate, timely, and high-quality service delivery. This role oversees team performance, workflow coordination, and data integrity within LIMS while ensuring compliance with ISO 17025 and company standards.

Serving as a key liaison between clients, laboratory teams, and internal stakeholders, the Supervisor drives On-Time Delivery (OTD), resolves operational issues proactively, and monitors performance metrics. This position is critical to improving operational efficiency, minimizing errors, and delivering an exceptional customer experience.

Essential Responsibilities

• Lead daily operations for sample intake, processing, and customer support to ensure accuracy, efficiency, and OTD
• Manage team performance, staffing, and workload distribution to meet business demands
• Coach, develop, and manage team members, including performance management and corrective actions
• Support onboarding and training to build a high-performing, customer-focused team
• Oversee LIMS data integrity, sample login, and workflow prioritization to reduce errors and rework
• Ensure compliance with ISO 17025, company SOPs, quality standards, and safety requirements
• Coordinate cross-functionally to align intake volume with laboratory capacity and business priorities
• Serve as a primary liaison between clients, lab teams, and internal stakeholders to ensure clear communication and issue resolution
• Monitor and drive KPIs, including turnaround time, error rates, and customer responsiveness
• Oversee document control and clerical review processes to ensure accuracy and completeness
• Manage invoice accuracy and billing processes in partnership with Finance
• Lead escalation management for complex operational or client issues
• Support audit readiness and participate in internal and external audits
• Identify operational risks and implement mitigation strategies
• Drive continuous improvement initiatives to enhance efficiency and customer experience
• Partner with leadership on strategic initiatives, resource planning, and forecasting
• Standardize processes across functions and locations to improve consistency and scalability
• Perform additional duties as needed to support business objectives

Education & Experience

• Bachelor’s degree in Science, Business, or a related field, or equivalent experience
• 3–5 years of experience in laboratory operations, sample management, or customer-facing support in a regulated environment
• 1–3 years of leadership experience, including team development and performance management
• Experience in a quality-regulated environment (e.g., ISO 17025)
• Proven ability to manage high-volume operations with competing priorities and deadlines
• Experience handling client inquiries, issue resolution, and cross-functional coordination

Key Competencies

• Leadership & Team Development: Builds, coaches, and holds teams accountable for performance
• Communication & Relationship Management: Establishes strong partnerships and communicates effectively with clients and stakeholders
• Operational & Business Acumen: Aligns team priorities with business goals, including OTD, billing, and customer satisfaction
• Critical Thinking & Problem Solving: Uses data and KPIs to drive decisions and solutions
• Ethical Practice & Compliance: Ensures data integrity and adherence to regulatory and quality standards

General Requirements

• Ability to manage multiple priorities in a fast-paced, high-volume environment
• Strong organizational skills with attention to detail and accuracy
• Effective decision-making and problem-solving skills
• Clear and professional written and verbal communication
• Flexibility to adapt to changing business needs, including overtime as required

Physical Demands / Work Environment

• Frequent use of computer, keyboard, and standard office equipment
• Standing and walking for up to 80% of the shift
• Occasional lifting of up to 25 pounds
• Exposure to laboratory conditions, including odors, fumes, chemicals, and microbiological materials
• Noise levels range from quiet to loud; temperatures may vary
• Requires color vision and depth perception
• Fast-paced, team-oriented work environment

Schedule: Monday - Friday, 8:00AM - 5:00PM, evening and weekends if needed.

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We are an Equal Opportunity Employer and make employment decisions without regard to protected characteristics under applicable law.